Client and Volunteer Satisfaction with the Poverello Medical Clinic

Client and Volunteer Satisfaction with the Poverello Medical Clinic Fall 2007 Community Benchmarks Program The Maxwell School of Syracuse University Research Team Kathleen O Connor Kerri Aronson Inessa Novik COMMUNITY BENCHMARKS DIRECTOR: CAROL ANNE DWYER

Introduction Executive Summary Client and Volunteer Satisfaction with the Poverello Medical Clinic Fall 2007 Community Benchmarks Program The Maxwell School at Syracuse University This report presents data collected from the Poverello Medical Clinic of the Franciscan Collaborative Ministries. Two surveys were administered, one assessed client satisfaction and the second volunteer satisfaction. The information provided will help the medical clinic to meet client needs and to maintain the continued support of the volunteers. Methods The data for the study were obtained by paper survey. Separate client and volunteer surveys were created by the research team. The surveys were administered by the research team on four different evenings at the clinic. A total of 96 clients visited the clinic on the four nights, and 41 completed the survey giving a response rate of 43%. Volunteers were asked to complete the survey while they were at the clinic. There are a total of 50 volunteers who serve at the clinic, and thirteen completed the survey giving a response rate of 26%. Findings Client Survey: 1. 71% of respondents are very satisfied with the health care they receive at the clinic. (n=41) 2. 67% of respondents are very satisfied with the health information that is given to them. (n=41) 3. 73% of respondents are very satisfied with their treatment by the receptionist. (n=41) 4. 73% of respondents are very satisfied with their treatment by the doctor. (n=41) 5. 76% of respondents are very satisfied with their treatment by the nurse. (n=41) 6. 55% of respondents are aware of prescription assistance programs. (n=40) 7. 77% of respondents are not participating in prescription assistance programs. (n=22) 8. 62% of respondents are interested in participating in nutrition counseling services. (n=41) 9. 54% of respondents don t know if they would like to see other programs offered at the center. (n=41) 10. 78% of respondents have visited the medical center in the past. (n=41) 11. 57% of respondents have visited the center six times or more. (n=30)

12. 56% of respondents heard about the center from family or friends. (n=41) 13. 55% of respondents drive themselves to the clinic. (n=44) Volunteer Survey: 1. 77% of respondents feel that they have adequate resources to treat their clients. (n=13) 2. 38% of respondents are nurses at the center. (n=13) 3. 69% of respondents volunteer at the center weekly. (n=13)

Table of Contents Acknowledgements...i Introduction...1 Methods...2 Client Survey Findings...7 Volunteer Survey Findings...20 Appendices...

Acknowledgements The Community Benchmarks Research Team would like to thank everyone at the Poverello Medical Clinic who assisted us by providing information for this report. We would especially like to recognize Sister Dolores Bush, the Director of Northside Ministries for providing information regarding the medical clinic services and allowing the research team to survey during medical clinic hours. Poverello Medical Clinic Fall 2007 i

Introduction The Poverello Medical Clinic offers free medical services to clients in the Syracuse area who do not have access to health insurance. The clinic is staffed by physicians, nurses, nurse practitioners and physician assistants. An optometrist and chiropractor also see clients by appointment. Not all clients visit the clinic for the same reason. Some seek medical care, others bring their children, and others come for prescriptions. This report presents data collected from the clinic. Surveys were given to assess client satisfaction with the clinic as well as feedback from the volunteers. The information provided will help the medical clinic to meet client needs and to maintain the continued support of the volunteers who serve the clinic. The clinic is a part of the Franciscan North Side Ministries, which is part of the Franciscan Collaborative Ministries (FCM). The FCM is a spiritual non-profit community organization which strives to reach out to those in need through various community initiatives. These include a medical clinic, legal clinic, food pantry, and various faith based activities. St. Josephs Hospital, Lemoyne College, and Brady Faith Center are three area institutions that are major partners in helping FCM to accomplish its goals. Poverello Medical Clinic Fall 2007 Page 1 of 23

Methods The research team collected information at the medical clinic. This information was collected using two different surveys: a client survey and a volunteer survey. All data collection took place on four different evenings at the medical center from Sept. 24-Oct. 3, 2007. Instrument Design CLIENT SURVEY The client survey was designed by the research team. The survey was designed using input from Sister Dolores Bush, Director of Northside Ministries. The survey was piloted on Monday Sept. 24, 2007 by the research team. Based on responses to the pilot survey the research team concluded the survey adequately addressed the needs of the Poverello Medical Clinic. Target Population and Sample The target population consists of the 96 clients who visited the clinic on the four evenings the survey was administered. A total of 41 clients completed the survey. Demographic Information The following tables show demographic information collected from the sample. Figure 1 shows the age of the respondents. Figure 2 shows the gender of the respondents. Figure 3 shows respondents race. Figure 1: Age Distribution (n=41) Respondents Frequency Percentage Age 18-30 10 24% 31-42 10 24% 43-52 10 24% 53-64 11 28% Figure 2: Gender Distribution (n=41) Respondent s Frequency Percentage Sex Male 16 39% Female 25 61% Figure 3: Distribution of Race/Ethnicity (n=41) Respondents Frequency Percentage Race White 30 73% Black or African 6 15% American Asian 3 7% Hispanic or Latino 2 5% Poverello Medical Clinic Fall 2007 Page 2 of 23

Figure 4 shows the distribution of the zip code areas where clients live and figure 5 provides a visual map of these zip codes. All of the respondents reside in Onondaga County, NY with the exception of one respondent who resides in Oswego County, NY. The health clinic is located on the 13208 zip code. Figure 4: Distribution of Zip Codes (n=41) Respondent's zip code City/Town Frequency Percentage 13208 Syracuse 8 20% 13204 Syracuse 6 15% 13210 Syracuse 5 12% 13205 Syracuse 4 10% 13203 Syracuse 3 8% 13206 Syracuse 3 8% 13080 Jordan 2 5% 13088 Liverpool 2 5% 13212 Syracuse 2 5% 13116 Minoa 1 2% 13164 Warners 1 2% *13167 West Monroe 1 2% 13207 Syracuse 1 2% 13211 Syracuse 1 2% 13214 Syracuse 1 2% *This zip code is in Oswego County The map in figure 5 was created by Jonnell Allen, Community Geographer in the Geography Department of Syracuse University. The location of residents in the county was mapped according to their zip code with the exception of the respondent who resides in Oswego County. Poverello Medical Clinic Fall 2007 Page 3 of 23

Figure 5: Map of Respondents Zip Codes Poverello Medical Clinic Fall 2007 Page 4 of 23

Data Collection All of the client survey data were collected on four different evenings at the Poverello Medical Clinic between the dates of Sept. 24-Oct. 3, 2007. The dates were based on when the clinic is open. The clinic operates every Monday and Wednesday, however the hours vary for each night. The method of distribution was a printed survey administered by the research team. The survey was distributed to clients by the research team. Respondents had the option of filling out the survey themselves in the waiting room, having the survey read to them and their responses recorded by a researcher, or having a family member read the survey to them and record their responses. One respondent asked a researcher to read the survey to them, while another respondent s spouse read the survey to them. There was always at least one member of the research team at the clinic during the data collection period. Quality of the Data It is unknown if the data are representative of the target population since the Poverello Medical Clinic has a transient client base making the demographics of the target population unobtainable. The response rate for the four evenings the survey was administered is 43%. The research team did not account for the fact that clients may have heard about the center in more than one way when designing the survey. A total of 39 clients responded to this question and two clients responded with more than one answer. The research team accounted for this by coding all of the responses given. This gives a sample of 41 for this question even though there were only 39 respondents. The same problem occurs with the question regarding transportation. Many clients who visit the center on multiple occasions use a variety of transportation methods. The survey did not specifically ask respondents to answer based on the visit in which they were being surveyed. One respondent answered my aftercare as their method of transportation. This response was unclear and therefore taken out of the sample. A total of 40 clients responded to this question with one respondent selecting five different methods of transportation. The research team accounted for this by adding all five, making the sample size 44. Data Analysis All of the data were entered into a MS Excel file to easily create the graphs and tables needed for the report. The research team entered data in pairs to ensure accuracy. One person read the data while the other entered it into the Excel file. A codebook was created for the client survey and can be found in Appendix V. With questions that required only a response if the question before stated if yes then or if no then, 88 was used to code for respondents when the question was not applicable. When respondents refused to answer a question, this was coded as 99. Data Presentation All of the data are presented in graph and table format in this document. Open-ended responses can be found in Appendix IX and the data can be found in Appendix III. Poverello Medical Clinic Fall 2007 Page 5 of 23

VOLUNTEER SURVEY Instrument Design The volunteer survey was designed by the research team. The survey was piloted on Monday, Sept. 24, 2007 at the clinic. Based on the responses to the pilot survey, the research team concluded the survey adequately met the needs of the Poverello Medical Clinic. Target Population and Sample A total of 50 volunteers serve the clinic. Out of this total there are 16 doctors, 24 nurses, four nurse practitioners, one physicians assistant, and five office staff members. Some volunteers serve weekly, while others only come to the clinic occasionally. The sample consists of 13 volunteers. In terms of representation, the responses are most representative of the nursing staff. There is an over representation of office staff and under representation in other professional staff. Figure 6: Distribution of Volunteers Volunteer Position Target Population N=50 Percent of Target Population Sample Population n=13 Percent of Sample Population Doctor 16 32% 1 8% Nurse 24 48% 5 38% Nurse Practitioners 4 8% 0 0% Physician Assistant 1 2% 0 0% Office Staff 5 10% 4 31% Other N/A N/A 1 8% Data Collection All of the volunteer data were collected on four different evenings at the clinic between the dates of Sept. 24-Oct. 3, 2007. The dates were based on when the clinic is open. The clinic operates every Monday and Wednesday, however the hours vary for each night. The method of distribution was a printed survey. The volunteers were asked to complete the surveys during their free time at the clinic. There was always at least one member of the research team present at the clinic during the data collection period. Poverello Medical Clinic Fall 2007 Page 6 of 23

Quality of the Data It is unknown if the data is representative of the target population since the demographics of the entire target population is unavailable. The response rate is 26%. All but one of the respondents are unpaid volunteers. One respondent who completed a survey was formerly an unpaid volunteer and is now paid by the clinic. Data Analysis All of the data were entered into a MS Excel file to easily create the graphs and tables needed for the report. The research team entered data in pairs to ensure accuracy. One person read the data while the other entered it into the Excel file. A codebook was made for the volunteer survey and can be found in Appendix VI. With questions that required only a response if the question before stated if yes then or if no then, 88 was used to code for respondents when the question was not applicable. Data Presentation All of the data are presented in graph and table format in this document. Open-ended responses are available in Appendix X and the data are available in Appendix IV. Poverello Medical Clinic Fall 2007 Page 7 of 23

Client Survey Findings 1. 71% of respondents are very satisfied with the health treatment they receive at the clinic. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Poverello Medical Clinic Fall 2007 Page 8 of 23

2. 67% of respondents are very satisfied with the health information that is given to them. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Poverello Medical Clinic Fall 2007 Page 9 of 23

3. 73% of respondents are very satisfied with their treatment by the receptionist. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Poverello Medical Clinic Fall 2007 Page 10 of 23

4. 73% of respondents are very satisfied with their treatment by the doctor. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Poverello Medical Clinic Fall 2007 Page 11 of 23

5. 76% of respondents are very satisfied with their treatment by the nurse. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Poverello Medical Clinic Fall 2007 Page 12 of 23

6. 55% of respondents are aware of prescription assistance programs. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Comment: The sample size is smaller than the full sample of 41 as one respondent did not answer the question. Poverello Medical Clinic Fall 2007 Page 13 of 23

7. 77% of respondents are not participating in prescription assistance programs. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Comment: The sample size is smaller than the full sample size of 41 because this question was only intended for those who responded yes to question 5, If yes, do you participate in any of these programs? Poverello Medical Clinic Fall 2007 Page 14 of 23

8. 62% of respondents are interested in participating in nutrition counseling services. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Poverello Medical Clinic Fall 2007 Page 15 of 23

9. 54% of respondents don t know if they would like to see other programs offered at the center. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Comment: Figure 7 shows grouped responses from those who answered yes. Individual responses can be found in Appendix IX. Figure 7: Other Programs (n=10) Response Frequency Percentage of Respondents Treatment Services 6 60% Health and Wellness 2 20% Medical Supplies 2 20% Poverello Medical Clinic Fall 2007 Page 16 of 23

10. 78% of respondents have visited the medical center in the past. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Poverello Medical Clinic Fall 2007 Page 17 of 23

11. 57% of respondents have visited the center six times or more. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Comment: The sample size is smaller than the full sample size of 41 because this question was only intended for those who responded no to question 9, Is this your first visit? Poverello Medical Clinic Fall 2007 Page 18 of 23

12. 56% of respondents heard about the center from family or friends. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Comment: While only 40 respondents answered, one respondent answered two different ways, making the sample size 41. Figure 8 shows grouped responses from those who answered other. Figure 8: Other Methods (n=8) Response Frequency Percentage of Respondents Other Medical Services 5 63% Newspaper 2 25% Former Employer 1 12% Poverello Medical Clinic Fall 2007 Page 19 of 23

13. 55% of respondents drive themselves to the clinic. Source: Data collected in fall 2007 using a survey designed by CBP researchers of clients at the Poverello Medical Clinic in Syracuse, NY. Comment: While only 40 respondents answered, one respondent answered five different ways, making the sample size 44. Poverello Medical Clinic Fall 2007 Page 20 of 23

Volunteer Survey Findings 1. 77% of respondents feel that they have adequate resources to treat their clients. Source: Data collected in fall 2007 using a survey designed by CBP researchers of volunteers at the Poverello Medical Clinic in Syracuse, NY. Comment 1: Those who responded no answered the following: Diagnostic testing to allow for follow up treatment Money, medication, health care workers specialist Test strips for diabetes Poverello Medical Clinic Fall 2007 Page 21 of 23

Comment 2: Figures 9 shows grouped responses from question 3, What improvements if any, do you feel could be made to enable you to provide better service to your clients? Figure 10 shows grouped responses from question 4, What changes could be made to improve the quality of service at the center? Individual responses can be found in Appendix X. Figure 9: Resource Suggestions (n=9) Response Frequency Percentage of Respondents General Improvements to 5 56% Clinic More Volunteers 2 22% Hours of Operation 2 22% Figure 10: Suggestions to Improve Service (n=5) Response Frequency Percentage of Respondents More Medical Staff 2 40% Clinic Operations 2 40% Outside Resources 1 20% Poverello Medical Clinic Fall 2007 Page 22 of 23

2. 38% of respondents are nurses at the center. Source: Data collected in fall 2007 using a survey designed by CBP researchers of volunteers at the Poverello Medical Clinic in Syracuse, NY. Comment: For the response other respondents replied the following: Social Work- I promote public health insurance-try to get clients to sign up for Medicaid Anything that is needed Nurse Manager Poverello Medical Clinic Fall 2007 Page 23 of 23

3. 69% of respondents volunteer at the center weekly. Source: Data collected in fall 2007 using a survey designed by CBP researchers of volunteers at the Poverello Medical Clinic in Syracuse, NY. Comment 1: 100% of volunteers replied yes to question 5, Do you feel that your volunteerism is valued by those at the Franciscan Collaborative Ministries? Comment 2: 100% of volunteers replied yes to question 6, Do you feel that your volunteerism is valued by the clients you serve? Poverello Medical Clinic Fall 2007 Page 24 of 23

Appendices Appendix I: Client Survey...I Appendix II: Volunteer Survey...II Appendix III: Client Data...III Appendix IV: Volunteer Data...IV Appendix V: Client Survey Codebook...V Appendix VI: Volunteer Survey Codebook...VI Appendix VII: Client Survey Data Frequencies...VII Appendix VIII: Volunteer Survey Data Frequencies...VIII Appendix IX Client Survey Open Ended Responses...IX Appendix X: Volunteer Survey Open Ended Responses...X

Dear Client, Appendix I Client Survey Please complete this short survey conducted by Syracuse University. The results will be used by the Poverello Medical Center to help improve the quality of service you receive. Please fill out this survey prior to leaving the medical center. Your name will not be associated with the survey. Thank you, Kerri Aronson, Researcher Inessa Novik, Researcher Kathleen O Connor, Researcher Please circle one response for each question 1. How satisfied are you with the treatment you receive at the medical center? Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know 2. How satisfied are you with the information provided about your health? Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know 3. How satisfied are you with treatment by the following: Receptionist: Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know Doctor: Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know Poverello Medical Clinic Fall 2007 I-1

Nurse: Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know 4. Are you aware that there are prescription assistance programs that can help you receive prescriptions at a reduced cost or for free? Yes No 5. If yes, do you participate in any of these programs? Yes No 6. Would you participate in nutrition counseling services if they were offered? Yes No 7. Are there any other programs you would like to see offered at the center? Yes No Don t Know 8. If Yes, what are they? 9. Is this your first visit? Yes No 10. If no, how often do you visit the center? 1-2 times a year 2-5 times a year 6-10 times a year 10+ 11. How did you hear about the center? Family/Friends Church Brochure Social Service Agency Other 12. What is your age? Less than 18 18-30 31-42 43-52 53-64 65+ 13. Sex Male Female Poverello Medical Clinic Fall 2007 I-2

14. Race White Black or African Asian Hispanic or Other American Latino 15. How do you get to the medical clinic? Bus Taxi Someone drives me I drive Walk Other 16. What is your zip code? Thank you for taking the time to complete this survey. Poverello Medical Clinic Fall 2007 I-3

Dear Volunteer, Appendix II Volunteer Survey Please complete this short survey conducted by Syracuse University. The results will be used by the Poverello Medical Center to better meet your needs when serving clients. Please fill out this survey and return it by Friday, October 12, 2007 the latest. Please mail it back using the prepaid envelope included in this envelope or fax it with attention to Carol Dwyer at (315)443-5069. Your name will not be associated with the completed survey. Thank you, Kerri Aronson, Researcher Inessa Novik, Researcher Kathleen O Connor, Researcher Please circle your answers. 1. Do you feel that you have adequate resources to treat your clients? Yes No Don t Know 2. If no, what resources do you need? 3. What improvements, if any, do you feel could be made to enable you to provide better service to your clients? 4. What changes could be made to improve the quality of service at the center? Poverello Medical Clinic Fall 2007 II-1

5. Do you feel that your volunteerism is valued by those at the Franciscan Collaborative Ministries Yes No Don t Know 6. Do you feel that your volunteerism is valued by the clients you serve? Yes No Don t Know 7. What is your position at the center? Doctor Nurse Reception Other 8. How frequently are you able to volunteer? Weekly 1-2 times/month Less than once a month Poverello Medical Clinic Fall 2007 II-2

ID Appendix III Client Data Treatment Health Information Receptionist Doctor Nurse Perscription Assistance Participate Nutrition 1 5 5 5 5 5 2 88 1 2 5 5 5 5 5 1 2 1 3 5 1 4 5 5 1 1 2 4 4 5 5 5 4 1 2 1 5 5 4 4 4 5 1 1 2 6 5 3 5 4 4 1 2 2 7 5 5 5 5 5 1 2 1 8 5 5 5 5 5 1 1 1 9 4 5 5 5 5 1 2 2 10 5 5 5 5 5 2 88 2 11 5 5 5 5 5 2 88 1 12 5 5 5 5 5 2 88 1 13 4 4 4 4 4 2 88 2 14 5 5 5 5 4 2 88 2 15 5 5 5 5 5 2 88 1 16 5 5 5 5 5 2 88 1 17 4 4 5 5 5 2 88 1 18 3 3 3 3 3 1 2 1 18 18 18 18 19 5 5 5 5 5 99 99 2 20 5 5 4 5 5 1 2 1 21 4 4 5 4 4 2 88 2 21 22 5 4 5 5 5 1 2 1 23 5 5 5 5 5 1 1 1 24 4 4 3 4 4 1 2 2 24 25 5 4 5 5 5 2 88 2 26 4 3 3 4 4 2 88 1 27 5 5 4 5 5 1 2 1 28 5 5 4 5 5 1 2 1 29 5 5 5 5 5 2 88 2 30 5 5 5 5 5 1 2 1 31 4 4 3 4 4 2 88 1 32 5 5 5 5 5 1 2 2 33 4 5 5 5 5 1 2 1 34 5 5 5 5 5 2 88 1 35 5 5 5 5 5 2 88 2 36 5 4 5 5 5 1 2 1 37 4 4 4 4 4 1 2 1 38 5 5 5 5 5 1 1 99 39 5 5 5 4 5 2 88 1 40 4 4 5 4 5 2 88 2 41 5 5 5 5 5 1 2 1 Poverello Medical Clinic Fall 2007 III-1

ID Programs Program Suggestions Visit Visit Frequency Center Center Cont'd. Age Sex 1 0 88 1 88 1 3 2 2 1 More Test Strips for Diabetes 2 3 2 4 1 3 1 More physicals faster 2 4 My previous Doctor-Dr. 5 Greenwald 5 2 4 0 88 2 99 1 3 1 5 0 88 2 4 1 2 2 6 1 88 2 2 1 3 1 7 1 Vision Center 1 1 1 3 2 8 1 Dental Services 2 2 1 2 2 9 2 88 2 3 1 5 1 10 0 88 2 3 1 5 2 11 I wish this was by appointment, 0 especially for return appointment 2 2 1 4 2 12 0 88 2 3 1 5 2 13 2 88 1 88 4 4 2 14 2 88 2 4 1 5 1 15 1 Exercise classes and weight loss 2 3 99 4 2 16 99 99 1 88 5 School nurse 5 2 17 Personal hygiene, safely cooking 99 foods, personal advice on cooking 2 4 1 5 2 18 1 Dentist, OBGYN, mammogram 2 2 5 Family Planning 3 2 18 18 18 18 19 0 88 1 88 1 2 1 20 0 88 2 4 4 5 2 21 0 88 2 1 1 4 2 21 22 0 88 2 4 5 Former Employer 2 2 23 0 88 2 4 1 4 2 24 0 88 1 1 1 2 2 24 5 Newspaper 25 1 88 2 4 1 5 2 26 0 88 2 1 1 2 1 27 0 88 1 88 1 4 2 28 0 88 2 3 1 3 1 29 2 88 2 4 4 3 1 30 2 88 1 88 99 4 1 31 0 88 1 88 1 2 2 32 2 88 2 4 2 3 1 33 0 88 2 99 5 Pharmacy 5 1 34 0 88 1 88 4 2 2 35 0 88 2 2 5 Newspaper 3 2 36 1 More expanded medications 2 1 4 3 1 37 Arthritis treatment and minor burn 1 treatment 2 2 2 4 1 38 0 88 2 99 4 5 1 39 2 88 2 2 1 2 1 40 0 88 2 2 1 2 2 41 0 88 2 4 5 Planned parenthood 4 2 Poverello Medical Clinic Fall 2007 III-2

ID Race Transportation Zip Code 1 1 3 13206 2 1 4 13208 3 1 4 13212 4 1 4 13208 5 1 4 13116 6 4 4 13210 7 2 5 13205 8 1 4 13080 9 1 4 13164 10 1 4 13203 11 1 4 13208 12 1 4 13212 13 2 4 13205 14 1 3 13203 15 2 3 13205 16 2 3 13208 17 1 5 13208 18 1 1 13204 18 2 18 3 18 4 18 5 19 1 6 13210 20 2 4 13210 21 1 4 13204 21 22 1 3 13206 23 1 5 13208 24 1 3 13211 24 25 1 4 13204 26 3 4 13203 27 2 3 13204 28 1 4 13205 29 3 4 13214 30 1 99 13207 31 4 3 13204 32 1 4 13167 33 1 4 13210 34 3 4 13210 35 1 3 13204 36 1 1 13206 37 1 6 13208 38 1 4 13080 39 1 4 13088 40 1 4 13088 41 1 3 13208 Poverello Medical Clinic Fall 2007 III-3

Appendix IV Volunteer Data ID Resources Resources Cont'd. Improvements Changes Valued FCM Recruit more medical staff-especially 1 1 88 99 various specialities ie Women's Health 1 2 1 88 More hours for clinic 1 3 1 More exam rooms, closer to med 88 closet Physicals on separate days from sick visits 1 4 Not in regards to testing (diagnostic tesing) for follow up 2 and treament same as C More physicians on at a time 1 5 1 88 New phone system 99 1 6 1 88 Better arrangement of medications for more efficient access or better training in various medication usage 99 1 7 1 88 None Perhaps more advertising of our clinic, although that might stretch our resources. We can handle comfortable 20-25 clients. Over that we are hurting. 1 Money medication, health care 8 2 worker specialist Above-resources 99 1 9 1 88 More orderly intake 99 1 10 2 Test strips for diabetes More volunteers such as nurses Get drug company more involved 1 11 1 88 Larger desk-larger copy machine 99 1 12 1 Consistency in medications (supply 88 of meds) 99 1 13 1 88 More hours 99 1 Poverello Medical Clinic Fall 2007 IV-1

ID Valued Clients Position Position Cont'd. Frequency 1 1 2 88 2 2 1 2 88 1 3 1 2 88 2 4 1 4 Nurse Manager 1 5 1 3 88 1 6 1 3 88 1 7 1 4 Social Work- I promote public health insurance-try to get clients to sign up for medicaid 1 8 1 1 88 2 9 1 3 88 1 10 1 4 Anything that is needed 1 11 1 3 88 1 12 1 2 88 2 13 1 2 88 1 Poverello Medical Clinic Fall 2007 IV-2

Appendix V Client Survey Codebook Column Field Name Definition A ID Respondents' anonymous identification number B TREATMENT Satisfaction with treatment at medical center 1=Very Dissatisfied 2= Dissatisfied 3=Fair 4=Satisfied 5=Very Satisfied 0=Don't Know C HEALTH INFORMATION Satisfaction with information provided about health 1=Very Dissatisfied 2= Dissatisfied 3=Fair 4=Satisfied 5=Very Satisfied 0=Don't Know D RECEPTIONIST Satisfaction with treatment by receptionist 1=Very Dissatisfied 2= Dissatisfied 3=Fair 4=Satisfied 5=Very Satisfied 0=Don't Know E DOCTOR Satisfaction with treatment by doctor 1=Very Dissatisfied 2= Dissatisfied 3=Fair 4=Satisfied 5=Very Satisfied 0=Don't Know F NURSE Satisfaction with treatment by nurse 1=Very Dissatisfied 2= Dissatisfied 3=Fair 4=Satisfied 5=Very Satisfied 0=Don't Know Poverello Medical Clinic Fall 2007 V-1

Column Field Name Definition G PRESCRIPTION ASSISTANCE Awareness of prescription assistance programs 1=Yes 2=No 99=Refused to answer H PARTICIPATE Participation in prescription assistance programs 1=Yes 2=No 99=Refused to answer I NUTRITION Willingness to participate in nutrition counseling programs 1=Yes 2=No 0=Don't Know 99=Refused to answer J PROGRAMS Interest in seeing other programs offered 1=Yes 2=No 0=Don't Know 99=Refused to answer K PROGRAM SUGGESTIONS Programs interested in seeing offered Open response 88=Question non-applicable to respondent L VISIT First visit 1=Yes 2=No M VISIT FREQUENCY How often visits center 1=1-2 times a year 2=2-5 times a year 3=6-10 times a year 4=10+ 88=Question non-applicable to respondent 99=Refused to answer N CENTER How respondent heard about center 1=Family/Friends 2=Church 3=Brochure 4=Social Service Agency 5=Other Poverello Medical Clinic Fall 2007 V-2

Column Field Name Definition O CENTER CONT'D. The "other" response to center Open ended response P AGE Respondent's age 1=Less than 18 2=18-30 3=31-42 4=43-52 5=53-64 6=65+ Q SEX Respondent's sex 1=Male 2=Female R RACE Respondent's race 1=White 2=Black or African American 3=Asian 4=Hispanic or Latino 5=Other S TRANSPORTATION How respondent got to medical clinic 1=Bus 2=Taxi 3=Someone drives me 4=I drive 5=Walk Poverello Medical Clinic Fall 2007 V-3

Appendix VI Volunteer Survey Codebook Column Field Name Defintion A ID Respondents' anonymous identification number B RESOURCES Adequate resources to treat clients 1=Yes 2=No 0=Don't Know C RESOURCES CONT'D. Resources needed Open response D IMPROVEMENTS Improvements to enable volunteers to provide better service Open response E CHANGES Changes to improve quality of service Open response F VALUED FCM Volunteerism valued by FCM 1=Yes 2=No 0=Don't Know G VALUED CLIENTS Volunteerism valued by clients 1=Yes 2=No 0=Don't Know H POSITION Position at center 1=Doctor 2=Nurse 3=Reception I POSITION CONT'D Other positions Open response 88=Question Non-applicable to respondent J Frequency Volunteer frequency 1=Weekly Poverello Medical Clinic Fall 2007 VI-1

Appendix VII Client Survey Data Frequencies 1. How satisfied are you with the treatment you receive at the medical center? Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know 0 0 1 11 29 0 2. How satisfied are you with the information provided about your health? Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know 1 0 3 11 26 0 3. How satisfied are you with the treatment by the following: Receptionist: Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know 0 0 4 7 30 0 Doctor: Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know 0 0 1 10 30 0 Nurse: Very Dissatisfied Dissatisfied Fair Satisfied Very Satisfied Don t Know 0 0 1 9 31 0 4. Are you aware that there are prescription assistance programs that can help you receive prescriptions at a reduced cost or for free? Yes No 22 18 5. If yes, do you participate in any of these programs? Yes No 5 17 6. Would you participate in nutrition counseling services if they were offered? Yes No 25 15 Poverello Medical Clinic Fall 2007 VII-1

7. Are there any other programs you would like to see offered at the center? Yes No Don t Know 10 7 22 8. If Yes, what are they? Open response question 9. Is this your first visit? Yes No 9 32 10. If no, how often do you visit the center? 1-2 times 2-5 times 6-10 times 10+ a year a year a year 5 8 6 11 11. How did you hear about the center? Family/ Church Brochure Social Service Other Friends Agency 23 3 0 7 8 12. What is your age? Less than 18 18-30 31-42 43-52 53-64 65+ 0 10 10 10 11 0 13. Sex Male Female 16 25 14. Race White Black or African Asian Hispanic or Other American Latino 30 6 3 2 0 Poverello Medical Clinic Fall 2007 VII-2

15. How do you get to the medical clinic? Bus Taxi Someone drives me I drive Walk Other 2 1 11 24 4 2 16. What is your zip code? Open response question Poverello Medical Clinic Fall 2007 VII-3

Appendix VIII Volunteer Survey Data Frequencies 1. Do you feel that you have adequate resources to treat your clients? Yes No Don t Know 10 3 0 2. If no, what resources do you need? Open ended responses 3. What improvements, if any, do you feel could be made to enable you to provide better service to your clients? Open ended responses 4. What changes could be made to improve the quality of service at the center? Open ended responses 5. Do you feel that your volunteerism is valued by those at the Franciscan Collaborative Ministries? Yes No Don t Know 13 0 0 6.Do you feel that your volunteerism is valued by the clients you serve? Yes No Don t Know 13 0 0 7.What is your position at the center? Doctor Nurse Reception Other 1 5 4 3 8.How frequently are you able to volunteer? Weekly 1-2 times/month Less than once a month 9 4 0 Poverello Medical Clinic Fall 2007 VIII-1

Appendix IX Client Survey Open-Ended Responses 8. If yes, what are they? Response Group Treatment Services Health and Wellness Medical Supplies Response More Physicals Faster Vision Center Dental Services I wish this was by appointment, especially for return appointments Dentist, OBGYN, mammogram Arthritis treatment and minor burn treatment Exercise Classes and weight loss Personal hygiene, safely cooking foods, personal advice on cooking More test strips for diabetes More expanded medications 11. How did you hear about the center? Responses to other. Response Group Response Other Medical Services Family Planning My previous Doctor-Dr. Greenwald Pharmacy Planned Parenthood School nurse Newspaper Newspaper Newspaper Former Employer My former employer 15. How do you get to the medical clinic? Responses to other. Response Bike (two respondents) Poverello Medical Clinic Fall 2007 IX-1

16. What is your zip code? Number of Zip Code Respondents 13208 8 13204 6 13210 5 13205 4 13206 3 13203 3 13212 2 13088 2 13080 2 13214 1 13211 1 13207 1 13167 1 13164 1 13116 1 Poverello Medical Clinic Fall 2007 IX-2

Appendix X Volunteer Survey Open Ended Responses 2. If no, what resources do you need? Response Diagnostic testing to allow for follow up treatments Money, medication, health care workers specialist Test strips for diabetes 3. What improvements, if any, do you feel could be made to enable you to provide better service to your clients Response Group Response Hours of Operation More hours for clinic More hours- More Volunteers More orderly intake More volunteers such as registered nurses General Improvements to Clinic More exam rooms, closer to med closet New phone system Larger desk-larger copy machine Consistency in medications (supply of meds), Better arrangement of medications for more efficient access or better training in various medication usage. 4. What changes could be made to improve the quality of service at the center? Response Category Response More Medical Staff Recruit more medical staff-especially various specialties i.e. Women s Health More physicians on at one time Clinic Operations Physicals on separate days from sick visits Perhaps more advertising of our clinic, although that might stretch our resources. We can handle comfortable 20-25 clients. Over that we are hurting Outside Resources Get drug company involved Poverello Medical Clinic Fall 2007 X-1

7. What is your position at the center? Other Response Nurse Manager Social Work- I promote public health insurance- try to get clients to sign up for Medicaid Anything that is needed Poverello Medical Clinic Fall 2007 X-2